Customer Advisor - Patient Support

Customer Advisor - Patient Support

We have an exciting opportunity working within a critical team within our business here at Coloplast Ltd in our Peterborough office.

We are recruiting for our Patient Support Team to engage with our customers; assessing and supporting their individual needs by providing them with specialist advice and guidance in using medical devices to manage their bowel and bladder conditions.

Coloplast is a market leading company with a strong record for product and service innovation. We work in close partnership with the NHS and individual healthcare professionals to support and drive the best clinical solutions and services to patients. We offer great career opportunities plus a strong benefits package for our staff.

As a Department within Coloplast, we have been named as the winner of the Peterborough Business Excellence Awards for the Customer Service that we deliver. The Patient Support team are an integral part of the Coloplast Charter Clinical Services Team and is a significant contributor to the company's growth through its sales and customer service. In addition, our Clinical Assistants are registered with the Care Quality Commission (CQC), we are dedicated to making a positive difference to our customers lives and committed to providing care and support of the highest standards.

The role

You will be responsible for making outbound calls to new and existing customers. The focus of the calls within a specified support programme would be to explore and understand an individual's current bowel and bladder situation, provide tailored product and lifestyle advice to promote effective solutions, routines and regular ordering patterns.

You will need to be passionate to make a difference and be prepared to become committed to the team that genuinely puts its customer's needs first and takes pride in delivering the highest levels of customer satisfaction. You will be challenged to work effectively and efficiently to meet daily targets while ensuring quality and standards are consistently met. The generating of comprehensive assessments from your individual customer activity will be used to support ongoing conversations with your customer and feed insights into the Marketing and Management teams.

As a Clinical Assistant, you will be provided with an extensive introductory training programme and ongoing professional development. Working within a small team, the cohesion and camaraderie provide an elevated degree of support and satisfaction.

This is an office-based role with the ability to work from home a few days a week once probation is passed. Commuting distance to Peterborough is essential.

If the rewards gained from working with a high performing, successful team and the essence of the role is to support customers with intimate healthcare needs, then this is the role for you.

Essential qualities required for this role

We are looking for someone who can demonstrate a proven customer service focus, excellent communication skills, be able to take ownership and prioritise both your own work as well as being a strong team player

On a professional level, this role requires:

• Proven track record in achieving/exceeding your targets/ KPIs within a structured working environment
• Ideally you would come from a customer service background, or a role when demanding targets have been set
• Excellent interpersonal skills, both verbal and written, along with the ability to effectively communicate with both internal and external stakeholders

On a personal level, this role requires:

• Empathy, patience, and maturity towards others
• Confidence and understanding to undertake conversations with consumers of a personal nature in relation to their intimate healthcare needs
• Strong desire to succeed within a highly ethical framework
• A pride and passion to achieve consistency and high standards in your work
• A results-oriented mind-set, and an outgoing personality with natural skills in building relationships and engaging in conversations that will lead to results
• We want you to be comfortable with change, speak up to make things better, and finally, you must be hungry to achieve

The starting salary for this role is £26,600 with a £5,200 per annum bonus opportunity, taking your potential annual salary to over £30,000. We also have an additional Company profit bonus available of up to a further 5% of salary as well as many other fantastic benefits.